Average Response Time on Incidents Report
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04-15-2020 01:31 PM
Hello,
I am a Service Desk Technician II for my company with ServiceNow admin access. My manager and I were tasked to run servicenow as adminstrators. Both of us have had fundamental training, but there's still a lot we're trying to figure out.
We are trying to create a report that gives us the Average Response Time for incidents. I did some research and tried to follow this thread, with the coding provided:
I changed the metric definition so it would take the information from not only Work Notes, but the customer visible comments as well. If I had created this correctly, I'm still having an issue pulling this up as a report. Is there something else I'm missing? Or can anyone provide me a screenshot of what the report for something like this is supposed to show in the filters, and what not?
Any assistance would be appreciated.
Regards,
Dawn
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Incident Management
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10-02-2020 09:07 AM
Hi Dawn,
I don't know if you ever figured it out but I would recommend looking at the metric_instance table and use the filter to get the exact metric you want to report on. You can choose 'average' on the configuration tab. You could also create a database view and report on that.
